Home > Columns > CRM Columns
CrmXchange Weekly Pulse Ep5 Oct 27–Nov 2, 2026
Contact Center & CX Weekly Briefing: Oct 27 – Nov 2,
2026
Top themes this week
1. AI cost-cutting meets layoff backlash
Comcast says AI cut its service contact rate about 20% in Q3, while reports say
it is weighing broad job cuts. Barclays (5,000 roles) and PayPal (2,000 jobs,
with more AI service agents) added to the AI layoff list. The pushback is
getting louder: a Goldman Sachs analysis found an AI agent costs a bit more per
workday than a human, and CX leaders keep pointing to Klarna rehiring staff
after its AI cuts. Their argument is that trust and quality, not headcount
savings, should show whether AI is working.
Sources: Yahoo Finance (Comcast) · CX Network
2. Forrester’s 2027 predictions: human service becomes the
premium
Forrester expects a dozen brands to start charging for the human touch instead
of selling automation. It also predicts personal AI assistants will be the main
customer service channel for 10% of consumers, and that CX teams will start
rehiring after two years of cuts. Rising AI usage costs could force brands to
scale back a third of their AI projects. Forrester’s line is that the winners
will be “the most trusted, not the most automated.”
Sources: Forrester blog · CX Today
3. Adding AI on top of the contact center you already have
Microsoft’s Contact Center Intelligence is in public preview. It adds AI
agents, agent assist and AI quality assurance on top of existing platforms like
Genesys, Five9, Webex and Avaya, so you don’t have to replace your platform
first. A “universal connector” that hands the customer to a live agent with the
conversation history attached is slated for general availability in November.
Analysts see it as a faster path for mixed-vendor shops, but warn it is
preview-only and that the credits-based pricing needs checking.
Sources: Constellation Research · WindowsForum
4. Customers’ own AI agents are showing up
Walmart is opening its store to outside AI shopping agents, with spending
limits and customer approval rules. Separately, NextPhone’s call data shows AI
voice agents now place 4 in every 10,000 business calls, up from 0.7 in late
2025. That means AI callers are increasingly reaching AI receptionists. Contact
centers will have to authenticate, serve and handle fraud from callers that aren’t
human.
Sources: CX Dive · CrmXchange
5. Quality assurance and conversation analytics are getting
attention
Kustomer launched conversation intelligence and AI quality assurance.
Microsoft’s new suite includes a quality agent that scores both AI and human
interactions. CrmXchange’s Workforce Optimization virtual conference opens with
a QA and analytics track this week. With AI and humans sharing the work,
measuring outcomes across both is becoming a core need.
Sources: · http://www.ecrmevents.com
Notable news & launches
- ICMI Global Contact Center Awards announced (Oct 29).
Winners include RingCentral (Best New Technology), 360 Direct Access (Best Use
of AI) and Cathay Life (Best Large Contact Center). Yahoo/Business Wire
- Consilium Software launched an AI tool for outbound
campaigns on Webex Contact Center, UCCE and UCCX at WebexOne 2026. CrmXchange
- Hilton is upgrading its tech stack to get ready for agentic
AI in guest experience. CX Dive
- Verizon’s CEO says its customer-first turnaround is “taking
root,” citing lower churn. CX Dive
- FTC actions on pricing: it sued Dollar General and ordered
Target and Walmart to provide details in a personalized-pricing inquiry. CX Dive
- CrmXchange events: Workforce Optimization Virtual
Conference. The QA & Analytics track runs Nov 3–5 and WFM & Performance
runs Nov 10–12. Register
Worth a read
One takeaway
As AI takes on more contacts, the question for CX leaders is
changing from “how much can we automate?” to “where does a human add value
customers will pay for, and how do we prove trust?”